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Refund and Replacement Policy

We care about our customers and are here to support you with your new purchase. However, because our products are technical, Oz Robotics accepts returns only in limited cases, except for manufacturing defects. * If your order is eligible for a full or partial refund, we cannot refund your Tariff and PayPal/Stripe processing fees because Stripe/PayPal and the Tariff Customs Office do not refund their charges, regardless of the reason for your order cancellation or refund request. Therefore, please shop accordingly.

5 HOURS
Mistakes happen when ordering, so you have 5 hours to request a cancellation. However, please note that we cannot refund PayPal or Stripe processing fees, as they are non-refundable. Unfortunately, after 5 hours, your item(s) have either been shipped, are being prepared for shipment, or are currently being custom-made. Therefore, we will not process your cancellation request after this period.

ALL SALES ARE FINAL
After 5 hours, we cannot cancel your order or issue a refund because order cancellations incur multiple transaction processing fees from Stripe and PayPal, additional shipping fees, and reverse tariff payments, which are costly and time-consuming. For technical issues, we will be happy to help you resolve the problem and provide a replacement if you can prove the product has a manufacturing defect.

TARIFF
Check the Ship From: label on the product page to see which country we ship from. Click the Tariff and Delivery tabs to read the details. Your order total does not include the delivery tariff; you are responsible for paying it. We will not issue a refund if you do not pay the tariff. The shipping company will contact you by phone, text, or email to arrange payment. Please check your spam folder.

TARIFF vs. SHIPPING FEE
Please don’t use the Shipping Fee for the tariff, as they are two separate charges. You pay us a shipping fee for the carrier to deliver your order to your door. You pay the tariff to the customs office, a branch of your government, as an import tax.

PAYPAL or STRIPE SERVICE FEES
PayPal and Stripe do not refund the payment processing fees they charge when you make a purchase. Therefore, if you change your mind and request a refund after placing an order, we will deduct the service fee for the payment method used (PayPal or Stripe). If you have questions, please get in touch with PayPal or Stripe directly.

Wrong Shipping Addresses
If you entered an incorrect shipping address during checkout and your parcel is returned to us, we will deduct both the sending and return shipping fees, along with the PayPal or Stripe payment processing service fees and the tariff, because none of these service fees are refundable by those entities.

Shipping Fees and Non-Refundable
We will not cover return shipping fees unless we identify a manufacturing defect based on photos or a video showing a defective part of your purchased product. Per our policy, we deduct shipping costs from the buyer’s payment because we pay the shipping carrier. Our vendors do not retain the shipping fee you paid; therefore, it is non-refundable unless the product is determined to have a manufacturing defect.

Time of Delivery
The buyer is responsible for ensuring someone is at the shipping address to receive, accept, and sign the delivery papers. If no one is available at your delivery address and the product is returned to us, additional shipping fees may apply to re-ship it.

7-Day Return and Refund Policy
We accept returns only for electronic devices with severe, irreversible quality defects. The buyer/customer must apply for a return or exchange within 7 days of delivery. We will not accept product returns or exchanges after 7 days. This is not negotiable.

Proof of the Defect
Before requesting a refund or replacement, please email us at support@ozrobotics.com with supporting images or videos that demonstrate the defect so that our manufacturer and we can evaluate the issue. We may not accept your refund or replacement request otherwise.

The product must be in its Original Condition.
Before we issue a return shipping label, please email us supporting images or videos so we can evaluate the issue. In addition, the product must be in its original condition, with no damage, scratches, dirt, or other defects, so we can determine whether a full or partial refund or a replacement is applicable. Please keep the original receipt.

How to Return
Once we approve your return, ship the defective item to the return address provided. Please ship the product in its original packaging, including all accessories and additional parts. Include a signed letter in your package stating the reason for your return, along with the original receipt and any supporting documentation, such as proof of defect, images, or a video. This will help us speed up the process. If you do not return the required parts, we will bill you for them or ship them later. Once we receive all items, we will test the returned product for defects.

Return Address
Please do not return the product to our New York office. For any replacement or refund, please email us at support@ozrobotics.com first so we can provide the necessary steps. We will not accept shipments to our New York office.

Shipping Costs
When returning an item, the purchaser (customer/buyer) is responsible for shipping costs. However, once we receive the returned order, we will assess the product. If we determine there is a manufacturing defect, we will refund the shipping costs and either repair or replace the product, or refund the total amount to the purchaser if the product is not repairable.

Inspection
Once we receive, inspect, and approve your return, we will process a refund and credit it to the original credit card used for payment within 24-48 hours. Depending on the bank and credit card company, it may take at least five business days (depending on the bank and credit card company) before your refund is officially posted in your bank account and statements. Please contact us if you have not received your refund within five business days.

Restocking Fee
Please note that if you are returning a product for any reason after opening and using it other than a defect, we charge an 80% restocking fee + return shipping costs, PayPal/Stripe service fees (they are non-refundable by PayPal/Stripe), additional hours of work, and the time required to prepare the product for restocking or refurbishing, if applicable; all of these require further work by our staff. If you have opened the box, this product is nonreturnable; therefore, we cannot resell it.

Exchange or Return Policy
If you have purchased the wrong product(s) or are experiencing irreversible quality defects or similar issues, you can request a refund. However, the buyer/customer must pay 80% of the restoration fee, which includes return shipping costs. If the product you purchased is defective, please email us at support@ozrobotics.com with photos or a video of the faulty parts so we can evaluate the issue before returning the product.

Validation of Billing and Shipping Addresses
If your billing and shipping addresses differ, we may ask you to verify both before processing your order. This will protect our customers from fraudulent purchases.

Some items are ineligible for return, including

1. Opened software*
2. Electronic Software Downloads
3. Software Up-to-Date Program Products (software upgrades)
4. Oz Robotics Online Gift Cards
5. You can return the software, provided it has not been installed on any computer. Software with a printed license may not be returned if the seal or sticker on the software media packaging is broken or missing.